Complaints Policy

We are committed to delivering our services to the high standard. We are constantly re-evaluating and improving our customer services experience. Should you have any tips for us on how to improve, we would love to hear from you. Similarly, should something go wrong in your experience with us, we would like to hear about this too. Your opinion is important to us and we want to give you a voice, which you could help us share the future of our company, as well as give us an opportunity to improve things, however, big or small, your suggestions might be. More often than not, complaints can be resolved simply by talking and listening on the phone. There may be no need for more in-depth investigation. Staff should take every concern seriously and offer an informal resolution. You can call us with the number on the contact section of our website.

To initiate a formal complaint
Please contact our customer service support by emailing info@maisvilleproperties.co.uk providing as much detail as possible. Tell us about your complaint and let us know how you would like us to put things right.

When we receive your complaint, we will send you a confirmation of receipt within two working days. We will fully investigate your complaint within 10 working days of us sending you the confirmation of receipt, you will receive our full response with your points raised.

If we are unable to resolve your concerns during this time period, we will provide you with an estimate of when you will receive a full response and reasons for any delay. After a final written response we may conclude that the complaint is closed, and if so, we reserve the right not to enter into any further communication. If you remain unhappy with our response and have exhausted our complaints procedure, then the only route will be via the Property Redress Scheme, of which we are members, a government approved redress scheme who resolve complaints between members and their consumers, you can contact them directly and ask them to investigate your complaint. However, before raising your complaint with the Property Redress Scheme, eight weeks will need to have passed from the date of your written complaint to us, for us to investigate and respond. This needs to demonstrate that it is within one year from the last communication we had with you relating to this complaint.

The Property Redress Scheme is free to use. To make a complaint fill out the complaint form or contact the Property Redress Scheme directly. Further information and guidance on how to resolve complaints is available on their website, see below-

https://www.theprs.co.uk/Consumer